Call center web-based authentication using a contactless card

ABSTRACT

Systems, methods, articles of manufacture, and computer-readable media. A server may receive a phone call and generate a uniform resource locator (URL) comprising a session identifier for an account. The server may transmit the URL to a client device. The server may receive, from a web browser, a request comprising the URL. The server may determine that the session identifier in the URL of the request matches the session identifier for the account, and transmit, to the web browser, a web page at the URL. The server may receive, from the web browser, a cryptogram read by the web page via a card reader of the client device and decrypt the cryptogram. The server may authenticate the identity of the caller for the call based on decrypting the cryptogram and the session identifier of the URL matching the session identifier of the account.

RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.17/085,768, now issued as U.S. Pat. No. 11,165,586, titled “CALL CENTERWEB-BASED AUTHENTICATION USING A CONTACTLESS CARD?” filed on Oct. 30,2020. The contents of the aforementioned application are incorporatedherein by reference in their entirety.

TECHNICAL FIELD

Embodiments disclosed herein generally relate to call center platforms,and more specifically, to secure, web-based authentication for callcenter calls using a contactless card.

BACKGROUND

Often, people make telephone calls to call centers provided by differententities, such as government agencies, businesses, educationalinstitutions, and the like. For security reasons, authenticating thecaller's identity is a prerequisite to providing customer service viacall centers. Some conventional solutions may leverage dedicatedapplications to facilitate the authentication. However, some users maynot have such dedicated applications installed on their computing devicewhen making the call.

SUMMARY

Embodiments disclosed herein provide systems, methods, articles ofmanufacture, and computer-readable media for secure web-basedauthentication for call center calls using a contactless card. In oneexample, a server may receive a phone call from a client device. Theserver may generate a uniform resource locator (URL) comprising asession identifier as a parameter and associate the session identifierwith an account. The server may transmit the URL to the client device.The server may receive, from a web browser of the client device, arequest comprising the URL. The server may determine that the sessionidentifier of the URL of the request matches the session identifierassociated with the account, and transmit, to the web browser, a webpage associated with the URL. The server may receive, from the web pagein the web browser, a cryptogram read by the web page via a card readerof the client device and decrypt the cryptogram. The server mayauthenticate the account for the phone call, based on the decryption ofthe cryptogram and the session identifier of the URL matching thesession identifier associated with the account. The server may, based onthe authentication of the account, provide one or more attributes of theaccount to a graphical user interface displayed on a call center agentsystem assigned to the phone call.

BRIEF DESCRIPTION OF THE DRAWINGS

FIGS. 1A-1D illustrate embodiments of a system.

FIGS. 2A-2E illustrate embodiments of a system.

FIGS. 3A-3B illustrate embodiments of a system.

FIGS. 4A-4D illustrate embodiments of a system

FIG. 5 illustrates an example user interface.

FIGS. 6A-6B illustrate an example contactless card.

FIG. 7 illustrates a data structure in accordance with one embodiment.

FIG. 8 illustrates a first logic flow.

FIG. 9 illustrates a second logic flow.

FIG. 10 illustrates a computer architecture in accordance with oneembodiment.

DETAILED DESCRIPTION

Embodiments disclosed herein provide techniques for secureauthentication of identity using a contactless card and a computingdevice that does not have a dedicated application installed. Forexample, a bank or other financial institution may provide a call centersystem. Often, the bank may provide a dedicated application that may beused to access relevant account features. However, the user may not havesuch an application installed on any of their computing devices.Advantageously, however, embodiments disclosed herein may leverage a webbrowser to securely read data from a contactless card via near-fieldcommunications (NFC). As described in greater detail herein, the dataread via NFC may be used to verify (or authenticate) the identity of acaller to a call center platform.

In one embodiment, a user may place a call to the call center. A callcenter system may generate a session identifier (ID) for the call. Thecall center system may associate the session ID with the account thecaller indicates is the subject of the phone call (e.g., by storing thesession ID in an account database record for the account). The callcenter system may then generate a uniform resource locator (URL) thatincludes the session ID as a parameter. The URL may generally bedirected to one or more web pages associated with the call center. Thecall center system may then transmit the URL to a known deviceassociated with the account, e.g., via a short message service (SMS)message, text message, email, system notification, etc.

Once received, a user may select the URL on the device, which causes thedevice to open a web browser that requests the resource at the specifiedURL. A web server associated with the call center system may receive therequest from the web browser and identify the session ID. The web servermay determine that the session ID specified in the URL matches thestored session ID generated for the account. If the session IDs match,the web server may transmit a web page associated with the URL to theweb browser of the device. Once rendered in the web browser, the webpage may include functionality for communicating with a contactlesscard, e.g., via NFC. The web page may instruct the user to tap thecontactless card to the device. In response, the user may tap thecontactless card to the device, and the web page and/or web browser mayinstruct the contactless card to generate a cryptogram, which may beincluded as part of an NFC Forum Data Exchange Format (NDEF) file. Theweb page and/or web browser may read the cryptogram and transmit thecryptogram to the server for decryption. The server may attempt todecrypt the cryptogram. If the server is able to decrypt the cryptogramand the session IDs match, the authentication of the caller may becompleted. In such an example, one or more attributes of the account maybe outputted on a graphical user interface (GUI) of a call centerterminal (e.g., a system used by a call center agent who is speakingwith the caller).

In another embodiment, the user may access a web page using the webbrowser on a computing device. The web page rendered in the web browsermay instruct the user to tap the contactless card to the computingdevice. The web page and/or web browser may communicate with thecontactless card to cause the contactless card to generate a cryptogram.The web page and/or web browser may read the cryptogram and transmit thecryptogram to the server for decryption. If the server is able todecrypt the cryptogram, the web server may determine whether one or morerelevant cookies are saved by the web browser of the computing device.For example, a cookie may store a hash value associated with the useraccount. If the cookie is present and stores a hash value matching thehash value stored in the account database for the user account, theuser's identity may be authenticated. If the hash values match, the webserver and/or call center server may generate a session ID for the call.The session ID may be appended to a pre-authenticated phone number,e.g., following one or more special characters such as the hash “#”character. The web server may transmit the phone number including thesession ID to the web browser of the computing device. Once selected,the computing device may initiate a phone call to the received number.Once the call is answered by the call center system, the computingdevice may automatically enter the session ID, thereby providing thesession ID to the call center system. If the session ID entered by thecomputing device matches the session ID, the call may be authenticatedand directly connected to a representative without requiring furtherauthentication. The call center terminal used by the representative mayautomatically display the relevant account details in the GUI.

Advantageously, embodiments disclosed herein provide techniques tosecurely authenticate caller identities for call center calls. Byleveraging cryptograms generated by contactless cards, embodiments ofthe disclosure may securely verify the identity of the caller withminimal risk of fraudulent activity. Furthermore, by using a webbrowser, a dedicated client application is not required to authenticatethe caller and/or engage in data communications with the contactlesscard. Using a web browser may advantageously scale the functionalitydescribed herein to different entities and any number of users withoutrequiring a dedicated application. Furthermore, by providing asimplified authentication process, more user calls may be handled by thecall center system, thereby improving system performance.

With general reference to notations and nomenclature used herein, one ormore portions of the detailed description which follows may be presentedin terms of program procedures executed on a computer or network ofcomputers. These procedural descriptions and representations are used bythose skilled in the art to most effectively convey the substances oftheir work to others skilled in the art. A procedure is here, andgenerally, conceived to be a self-consistent sequence of operationsleading to a desired result. These operations are those requiringphysical manipulations of physical quantities. Usually, though notnecessarily, these quantities take the form of electrical, magnetic, oroptical signals capable of being stored, transferred, combined,compared, and otherwise manipulated. It proves convenient at times,principally for reasons of common usage, to refer to these signals asbits, values, elements, symbols, characters, terms, numbers, or thelike. It should be noted, however, that all of these and similar termsare to be associated with the appropriate physical quantities and aremerely convenient labels applied to those quantities.

Further, these manipulations are often referred to in terms, such asadding or comparing, which are commonly associated with mentaloperations performed by a human operator. However, no such capability ofa human operator is necessary, or desirable in most cases, in any of theoperations described herein that form part of one or more embodiments.Rather, these operations are machine operations. Useful machines forperforming operations of various embodiments include digital computersas selectively activated or configured by a computer program storedwithin that is written in accordance with the teachings herein, and/orinclude apparatus specially constructed for the required purpose or adigital computer. Various embodiments also relate to apparatus orsystems for performing these operations. These apparatuses may bespecially constructed for the required purpose. The required structurefor a variety of these machines will be apparent from the descriptiongiven.

Reference is now made to the drawings, wherein like reference numeralsare used to refer to like elements throughout. In the followingdescription, for the purpose of explanation, numerous specific detailsare set forth in order to provide a thorough understanding thereof. Itmay be evident, however, that the novel embodiments can be practicedwithout these specific details. In other instances, well-knownstructures and devices are shown in block diagram form in order tofacilitate a description thereof. The intention is to cover allmodification, equivalents, and alternatives within the scope of theclaims.

FIG. 1A depicts an exemplary system 100, consistent with disclosedembodiments. Although the system 100 shown in FIGS. 1A-1D has a limitednumber of elements in a certain topology, it may be appreciated that thesystem 100 may include more or less elements in alternate topologies asdesired for a given implementation.

As shown, the system 100 comprises one or more contactless cards 101,one or more computing devices 110, one or more call center agent systems140, and one or more servers 120. The contactless card 101 isrepresentative of any type of payment card, such as a credit card, debitcard, ATM card, gift card, and the like. The contactless card 101 maycomprise one or more communications interfaces 109, such as a radiofrequency identification (RFID) chip, configured to communicate with acommunications interface 118 of the computing devices 110 via NFC, theEMV standard, or other short-range protocols in wireless communication.Although NFC is used as an example communications protocol, thedisclosure is equally applicable to other types of wirelesscommunications, such as the EMV standard, Bluetooth, and/or Wi-Fi.

The computing device 110 and the call center agent systems 140 arerepresentative of any number and type of computing device, such assmartphones, tablet computers, wearable devices, laptops, portablegaming devices, virtualized computing system, merchant terminals,point-of-sale systems, servers, desktop computers, and the like. Theserver 120 is representative of any type of computing device, such as aserver, workstation, compute cluster, cloud computing platform,virtualized computing system, and the like. Although not depicted forthe sake of clarity, the computing device 110, contactless card 101,server 120, and agent system 140 each include one or more processorcircuits to execute programs, code, and/or instructions.

As shown, a memory 102 of the contactless card 101 includes an applet103, a counter 104, a master key 105, a diversified key 106, and aunique customer identifier (ID) 107. The applet 103 is executable codeconfigured to perform the operations described herein. The counter 104,master key 105, diversified key 106, and customer ID 107 are used toprovide security in the system 100 as described in greater detail below.

As shown, a memory 111 of the computing device 110 includes an operatingsystem (OS) 112, a phone application 113, and a web browser 115. Exampleoperating systems 112 include the Android® OS, iOS®, macOS®, Linux®, andWindows® operating systems. The phone application 113 (also referred toas a “dialer” application) is an application that allows the device 110to place and/or receive telephone calls. For example, in embodimentswhere the computing device 110 is a smartphone, the phone application113 allows the user to make and/or receive telephone calls via acellular network (not pictured) and/or via the network 130 (e.g., viathe Internet). The web browser 115 is an application that allows thedevice 110 to access information via the network 130 (e.g., via theInternet).

As shown, a memory 122 of the server 120 includes an authenticationapplication 123, a call center application 126, and a web server 127.Although depicted as separate components of the server 120, in someembodiments, the authentication application 123, call center application126, and/or the web server 127 may be integrated into a singlecomponent, e.g., a single application including all associatedfunctionality described herein. Similarly, although depicted as part ofthe server 120, in some embodiments, the authentication application 123,call center application 126, and/or the web server 127 may beimplemented in separate servers. Furthermore, the authenticationapplication 123, call center application 126, and/or the web server 127may be implemented in hardware, software, and/or a combination ofhardware and software. Further still, the instances of the call centerapplication 126 of the server 120 and/or the agent system 140 aregenerally configured to perform all disclosed operations related to thecall center application 126.

As described in greater detail herein, the authentication application123 is configured to facilitate authentication for calls to the callcenter application 126 based on encrypted data generated by thecontactless card 101. The web server 127 is generally configured toprocess client requests for web pages 134 from the web browsers 115. Inat least one embodiment, the web server 127 and the browsers 115communicate via the hypertext transfer protocol (HTTP).

The call center application 126 generally provides functionality for acall center system whereby a plurality of phone calls may be answered,routed, forwarded, and/or otherwise processed. For example, a caller maydial one of a plurality of phone numbers associated with the call centerapplication 126. The call center application 126 of the server 120 mayanswer the call, optionally receive input from the user, and/or routethe call to one of a plurality of call center agent systems 140 forhandling by an agent. In some embodiments, the call center application126 provides a virtual call center such that the agent systems 140 maybe geographically diverse, e.g., not in a centralized location. Eachcall center agent system 140 includes an instance of the call centerapplication 126 that interfaces with the call center application 126 ofthe server 120, e.g., to accept and/or manage telephone calls receivedfrom customers routed to the agent systems 140 by the server 120. Moregenerally, the call center application 126 may include one or more GUIsto display attributes of a call, a caller, an account, and/or any otherrelevant information as described herein.

Continuing with the previous example, the call center application 126 ofthe server 120 may route the caller's call to a first agent system 140.To assist the customer, the agent may need to access one or more accountdetails for the customer in the account data 124. However, to preservethe security of the account data 124, the system 100 must authenticatethe identity of the caller and/or the call. In the embodiment depictedin FIG. 1A, the call center application 126 of the server 120 maygenerate a session ID for the call and associate the session ID with theaccount in a record in the account data 124. The session ID may be anyunique alphanumeric identifier of any suitable length, such as a hashvalue 32 characters in length. The call center application 126 of theserver 120 may further assign a time limit, or duration, to the sessionID, such as 45 seconds, 2 minutes, 10 minutes, etc. The call centerapplication 126 of the server 120 may further associate the session IDwith an identifier for the agent assigned to the call, such as uniqueagent identifier, an identifier of the device 140 used by the agentassigned to the call, and/or an identifier of the instance of the callcenter application 126 used by the agent assigned to the call. The callcenter application 126 of the server 120 may then generate a URL 108that includes the session ID as a parameter. The URL 108 (and any otherURL disclosed herein) may be directed to any component of the server 120and/or any resource associated with the server 120. For example, if thesession ID is “ABC123”, the URL with session ID 108 may be“http://www.example.com/webauth.html?ABC 123”. In such an example, the“http://www.example.com/webauth.html” portion of the URL may generallybe directed to the server 120, one or more web pages 134 managed by theweb server 127, any component of the server 120, and/or any resourceassociated with the server 120.

Generally, the web pages 134 may include hypertext markup language(HTML) pages, JavaScript® pages, and/or any other type of page that canbe rendered by a web browser 115. In some embodiments, the web pages 134and/or URL 108 may be directed to the call center application 126 and/orauthentication application 123. In some embodiments, the web pages 134may provide access to functionality provided by the call centerapplication 126 and/or authentication application 123. Furthermore, insome embodiments, the web pages 134 may be directed to web-basedfront-ends exposed by the call center application 126 and/orauthentication application 123.

In one embodiment, the call center application 126 of the server 120generates the session ID and the URL 108 responsive to input receivedfrom the agent via the call center application 126 on the agent system140. The input may include an indication of the account number thecustomer has requested to access. In some embodiments, the call centerapplication 126 may programmatically generate the URL 108 and/or sessionID based on determining that the phone number from which a call isreceived is stored in the account data 124 as being associated with anaccount.

If the received phone call is from the number associated with theaccount in the account data 124, the call center application 126 of theserver 120 may then transmit the URL with session ID 108 to a deviceassociated with the subject account in the account data 124. Forexample, the call center application 126 of the server 120 may identifya mobile phone number associated with the account in the account data124 and send an SMS message to the specified mobile phone number. Inanother example, the call center application 126 of the server 120 mayinclude the URL with session ID 108 in an email sent to a known emailaddress of the customer. Generally, the URL with session ID 108 may betransmitted via any suitable technique. In some embodiments, the phonecall may be received from a first number associated with the account andthe URL with session ID 108 may be transmitted to a second phone numberassociated with the account. Embodiments are not limited in thiscontext.

FIG. 1B depicts an embodiment where the device 110 receives the URL withsession ID 108 from the server 120. The user may select the URL 108,which causes the web browser 115 to generate an HTTP request 133 thatspecifies the URL 108. The web server 127 may receive and process therequest 133. In at least one embodiment, the web server 127 may extractthe session ID from the URL 108 and compare the session ID to thesession ID stored in the account data 124. If a match does not exist,the authentication may fail, and the web server 127 may return anindication of the failed authentication to the devices 110, 140.Similarly, the web server 127 may determine whether the time limit haselapsed for the session ID. For example, if the time limit is 10minutes, and the request 133 is received 15 minutes after the session IDis created, the time limit is exceeded, and the authentication fails.Otherwise, if a match exists and the time limit is not exceeded, the webserver 127 may send a response that includes a web page 134-1.Furthermore, if the match exists and the time limit is not exceeded, theweb server 127 and/or call center application 126 may provide acorresponding indication to the call center application 126 of the agentdevice 140.

FIG. 1C depicts an embodiment where the web browser 115 has loaded theweb page 134-1. Advantageously, the web page 134-1 includesfunctionality to wirelessly read data generated by the contactless card101 and/or wirelessly write data to the memory 102 of the contactlesscard 101. More generally, a given web page 134 and/or the web browser115 may include functionality control the communications interface 118and communicate with the card 101 without requiring a dedicatedoperating system application (e.g., an application store application) toperform these functions. In at least one embodiment, the functionalityis provided via one or more application programming interfaces (APIs).The APIs may be defined by the Web NFC Draft Community Group Report.Therefore, the web page 134-1 (and any other web pages 134) may controlthe NFC capabilities of the communications interface 118 withoutrequiring a dedicated application.

In some embodiments, the web page 134-1 in the web browser 115 mayoutput an indication requesting or instructing the user to tap thecontactless card 101 to the device 110 to authenticate the account forthe phone call. Generally, once the contactless card 101 is broughtwithin communications range of the communications interface 118 of thedevice 110, the applet 103 of the contactless card 101 may generate acryptogram 148. The cryptogram 148 may be based on the customer ID 107of the contactless card 101. The cryptogram 148 may be generated basedon any suitable cryptographic technique. In at least one embodiment, thecryptogram 148 is included in an NDEF file. The NDEF file may indicatethat the cryptogram 148 was read from the contactless card 101 via thecard reader 118 of the device 110.

As stated, the system 100 is configured to implement key diversificationto secure data, which may be referred to as a key diversificationtechnique herein. Generally, the server 120 (or another computingdevice) and the contactless card 101 may be provisioned with the samemaster key 105 (also referred to as a master symmetric key). Morespecifically, each contactless card 101 is programmed with a distinctmaster key 105 that has a corresponding pair in the server 120. Forexample, when a contactless card 101 is manufactured, a unique masterkey 105 may be programmed into the memory 102 of the contactless card101. Similarly, the unique master key 105 may be stored in a record of acustomer associated with the contactless card 101 in the account data124 of the server 120 (and/or stored in a different secure location,such as the hardware security module (HSM) 125). The master key 105 maybe kept secret from all parties other than the contactless card 101 andserver 120, thereby enhancing security of the system 100. In someembodiments, the applet 103 of the contactless card 101 may encryptand/or decrypt data (e.g., the customer ID 107) using the master key 105and the data as input a cryptographic algorithm. For example, encryptingthe customer ID 107 with the master key 105 may result in the encryptedcustomer ID included in the cryptogram 148. Similarly, the server 120may encrypt and/or decrypt data associated with the contactless card 101using the corresponding master key 105.

In other embodiments, the master keys 105 of the contactless card 101and server 120 may be used in conjunction with the counters 104 toenhance security using key diversification. The counters 104 comprisevalues that are synchronized between the contactless card 101 and server120. The counter value 104 may comprise a number that changes each timedata is exchanged between the contactless card 101 and the server 120(and/or the contactless card 101 and the device 110). When preparing tosend data (e.g., to the server 120 and/or the device 110), thecontactless card 101 may increment the counter value 104. Thecontactless card 101 may then provide the master key 105 and countervalue 104 as input to a cryptographic algorithm, which produces adiversified key 106 as output. The cryptographic algorithm may includeencryption algorithms, hash-based message authentication code (HMAC)algorithms, cipher-based message authentication code (CMAC) algorithms,and the like. Non-limiting examples of the cryptographic algorithm mayinclude a symmetric encryption algorithm such as 3DES or AES107; asymmetric HMAC algorithm, such as HMAC-SHA-256; and a symmetric CMACalgorithm such as AES-CMAC. Examples of key diversification techniquesare described in greater detail in U.S. patent application Ser. No.16/205,119, filed Nov. 29, 2018. The aforementioned patent applicationis incorporated by reference herein in its entirety.

Continuing with the key diversification example, the contactless card101 may then encrypt the data (e.g., the customer ID 107 and/or anyother data) using the diversified key 106 and the data as input to thecryptographic algorithm. For example, encrypting the customer ID 107with the diversified key 106 may result in the encrypted customer IDincluded in the cryptogram 148. The web browser 115 and/or the web page134 may then read the cryptogram 148 via the communications interface118.

Regardless of the encryption technique used, the web page 134 and/or webbrowser 115 may then transmit the cryptogram 148 to the server 120 viathe network 130. The web page and/or web browser 115 may furtherindicate, to the server 120, that the cryptogram 148 was read from thecontactless card 101 via the card reader 118 of the device 110. Oncereceived, the authentication application 123 may attempt to authenticatethe cryptogram 148. For example, the authentication application 123 mayattempt to decrypt the cryptogram 148 using a copy of the master key 105stored by the server 120. In another example, the authenticationapplication 123 may provide the master key 105 and counter value 104 asinput to the cryptographic algorithm, which produces a diversified key106 as output. The resulting diversified key 106 may correspond to thediversified key 106 of the contactless card 101, which may be used todecrypt the cryptogram 148.

Regardless of the decryption technique used, the authenticationapplication 123 may successfully decrypt the cryptogram 148, therebyverifying or authenticating the cryptogram 148 (e.g., by comparing theresulting customer ID 107 to a customer ID stored in the account data124, and/or based on an indication that the decryption using the key 105and/or 106 was successful). Although the keys 105, 106 are depicted asbeing stored in the memory 122, the keys 105, 106 may be storedelsewhere, such as in a secure element and/or the HSM 125. In suchembodiments, the secure element and/or the HSM 125 may decrypt thecryptogram 148 using the keys 105 and/or 106 and a cryptographicfunction. Similarly, the secure element and/or HSM 125 may generate thediversified key 106 based on the master key 105 and counter value 104 asdescribed above. If the decryption is successful and the session ID ofthe URL 108 matches the session ID stored in the account data 124, thephone call may be authenticated.

If, however, the authentication application 123 is unable to decrypt thecryptogram 148 to yield the expected result (e.g., the customer ID 107of the account associated with the contactless card 101), theauthentication application 123 does not validate the cryptogram 148. Insuch an example, the authentication application 123 transmits anindication of the failed authentication to the web browser 115, the callcenter application 126 of the server 120, and/or the call centerapplication 126 of the agent system 140. The call center application 126and/or call center application 126 may then restrict access to theclient data from the account data 124 to preserve the security of theaccount.

FIG. 1D illustrates an embodiment where the authentication application123 has successfully decrypted the cryptogram 148, thereby verifying (orauthenticating) the cryptogram, and by association, the identity of theuser placing the phone call. As shown, the authentication application123 transmits a confirmation 139 to the device 110, where theconfirmation 139 indicates that the authentication application 123successfully decrypted the cryptogram 148 and that the session ID of theURL 108 matches the session ID stored in the account data 124. The webpage 134-1 may be updated to reflect the confirmation 139. In anotherembodiment, the confirmation 139 is a web page 134, and the web browser115 may display the confirmation 139 web page 134.

Although not depicted, the authentication application 123 may providethe confirmation 139 to the web server 127, call center application 126of the server 120, and/or the call center application 126 of the callcenter agent system 140 assigned to the phone call. Furthermore, asshown, the call center application 126 may transmit one or more elementsof account data 124-1 to the call center application 126 of the agentsystem 140 used by the agent assigned to the call, e.g., based on theone or more agent identifiers associated with the session ID. Doing sodisplays different account attributes in one or more GUIs provided bythe call center application 126, such as name, address, or other userinformation. In another embodiment, the account data 124-1 is alreadystored by the call center application 126 but is obfuscated or otherwisenot exposed via the GUI of the call center application 126 until theaccount is authenticated for the call. In such an example, the GUI ofthe call center application 126 may expose the stored elements ofaccount data 124 when receiving the confirmation 139, or anotherindication from the server 120, indicating the session ID matches thestored session ID, the session ID has not expired, and the cryptogram148 was successfully decrypted.

Advantageously, the caller is authenticated and the account data 124-1is exposed via the call center application 126 on the agent system 140without requiring the device 110 to execute a dedicated clientapplication provided by an entity associated with the call centerapplication 126 (e.g., the application provided by the financialinstitution associated with the contactless card 101).

FIG. 2A depicts a schematic of an exemplary system 200, consistent withdisclosed embodiments. Although the system 200 shown in FIGS. 2A-2E hasa limited number of elements in a certain topology, it may beappreciated that the system 200 may include more or less elements inalternate topologies as desired for a given implementation.

Generally, FIGS. 2A-2E depict embodiments of using the contactless card101 to initiate a pre-authenticated call between the device 110 and thecall center application 126 of the server 120. As shown, the web browser115 of the device 110 has loaded a web page 134-2. The web page 134-2 isreceived from the web server 127 responsive to a request to access theweb page 134-2. The web page 134-2 may include similar capabilities tothe web page 134-1, including the ability to communicate with thecontactless card 101, e.g., by reading data generated by the contactlesscard 101 and/or writing data to the memory of the contactless card 101.The web page 134-2 and/or the web browser 115 may therefore generally beable to control the NFC capabilities of the communications interface 118to communicate with the contactless card 101 via NFC.

In the embodiment depicted in FIG. 2A, the web page 134-2 may instructthe user to tap the contactless card 101 to initiate a pre-authenticatedcall to the call center application 126 of the server 120. The user maythen tap the card 101 to the device 110.

Doing so causes the applet 103 of the contactless card 101 to generate acryptogram 201 (e.g., an encrypted customer ID 107) based on thecustomer ID 107 and a diversified key 106 as described above. The webbrowser 115 and/or the web page 134-2 may then read the cryptogram 201,e.g., via NFC. In some embodiments, the applet 103 includes anunencrypted customer ID 107 and/or some other user identifier in a datapackage with the cryptogram 201 to allow the server 120 to perform therelevant decryption operations. Once read, the web browser 115 and/orthe web page 134-2 may transmit the cryptogram 201 to the authenticationapplication 123 for processing. The web page 134-2 and/or web browser115 may further indicate, to the authentication application 123, thatthe cryptogram was read from the contactless card 101 via the cardreader 118 of the device 110.

Once received, the authentication application 123 may attempt to verifythe cryptogram. In at least one embodiment, the unencrypted customer ID107 provided by the applet 103 may be used to identify the relevantaccount, counter value 104, and/or master key 105 in the account data124. The authentication application 123 may attempt to decrypt thecryptogram by providing the master key 105 and incremented counter value104 as input to the cryptographic algorithm, which produces thediversified key 106 as output. The resulting diversified key 106 maycorrespond to the instance of the diversified key 106 generated by thecontactless card 101 to create the cryptogram 201, which may be used todecrypt the cryptogram. Generally, the authentication application 123may transmit a decryption result to the web browser 115 and/or the webpage 134-2 indicating whether the decryption was successful orunsuccessful.

FIG. 2B depicts an embodiment where the server 120 transmits aconfirmation 202 to the device 110. The confirmation 202 generallyincludes a decryption result indicating that the cryptogram 201 wasauthenticated, verified, or otherwise successfully decrypted. The webbrowser 115 and/or the web page 134-2 may receive the confirmation 202,which may further include instructions to provide one or more cookies203 of the web browser 115 to the web server 127. Generally, the cookies203 may include a hash value or other identifier used to indicate thatthe web browser was used to successfully authenticate the accountassociated with the customer ID 107. In response, the web browser 115and/or the web page 134-2 may transmit the relevant cookie(s) 203 to theweb server 127.

Once received, the web server 127 may determine whether the cookie 203has expired based on a date of the cookie, whether the hash value in thecookie is a valid hash value assigned to the account in the account data124, and any other type of processing of the cookie 203. If the cookie203 is not validated, e.g., based on an invalid hash value and/or anexpired cookie, one or more alternate forms of authentication may berequired. For example, the web server 127 and/or call center application126 may transmit a one-time password (OTP) to a device associated withthe account in the account data 124. If the user provides the correctcode (e.g. via the web page 134-2), the OTP may be validated in lieu ofthe cookie 203. In another embodiment, the web server 127 and/or callcenter application 126 of the server 120 may perform a stability checkon one or more phone numbers reflected in the account data 124 for theaccount. For example, if the phone number has been stored in the accountdata 124 for a time period greater than a threshold amount of time(e.g., 1 week, 1 month, etc.), the phone number may be validated in lieuof the cookie 203. If the cookie validation, OTP validation, and/orphone number stability check fail, an indication of the failure istransmitted to the web browser 115 and/or the web page 134-2.

FIG. 2C reflects an embodiment where the web server 127 validated thecookies 203 received from the web browser 115. However, FIG. 2C mayfurther reflect an embodiment where the OTP is validated and/or thephone number stability check reveals the phone number has beenregistered to the account for an amount of time greater than thethreshold.

Based on the validation of the cookies 203, the call center application126 of the server 120 may generate a session ID for a pre-authenticatedcall. The session ID may be a hash value or other unique identifier thatis associated with the account and a phone number associated with theaccount in the account data 124. The session ID may further beassociated with a time limit, such as 30 seconds, 10 minutes, 30minutes, etc. The call center application 126 of the server 120 may thenselect a pre-authenticated phone number from among a plurality ofpre-authenticated phone numbers and append the session ID as a parameterof the phone number to generate a phone number with session ID 204. Forexample, if the pre-authenticated phone number is 1-555-555-1212, andthe session ID is “56789”, the phone number including the session ID 204may be “1-555-555-1212#56789”. The call center application 126 of theserver 120 may provide the phone number with session ID 204 to the webserver 127. The web server 127 may then transmit the phone number withsession ID 204 to the web browser 115. Additionally and/oralternatively, the call center application 126 of the server 120 maytransmit the phone number with session ID 204 to the device 110 viaother methods, such as SMS message, email, etc. Once received, the usermay select the phone number with session ID 204 to initiate a call tothe call center application 126 of the server 120 at thepre-authenticated number. In some embodiments, the web server 127 mayupdate the cookies 203 (e.g., to include a new expiration date and/or anew hash value) based on the validation of the cookies 203 and/or thedecryption of the cryptogram 201. Further still, if a cookie 203 doesnot exist, the web server 127 may store (or write) a cookie 203 in theweb browser 115 based at least in part on the decryption of thecryptogram 201. The web server 127 may also update the account data 124to reflect the new and/or updated cookies 203.

In some embodiments, the cookies 203 may be processed prior to and/orcontemporaneously with the generation and/or processing of thecryptogram 201. In such examples, the cookies 203 may specify a hashvalue which corresponds to one or more accounts in the account data 124.Doing so allows the server 120 to identify the master key 105 andcounter value 104 of the corresponding account to generate a diversifiedkey 106 and decrypt the cryptogram 201 without requiring the contactlesscard 101 and/or the web browser 115 to provide the customer ID 107 tothe server 120. Similarly, if the cookies are not validated (e.g., acookie does not exist and/or includes an expired or otherwise invalidhash value), the server 120 may refrain from decrypting the cryptogram201 to conserve resources.

FIG. 2D depicts an embodiment where a phone call 205 is initiated by thephone application 113 of the client device 110. The phone call 205 maybe directed to the phone number with session ID 204. Once answered bythe call center application 126 of the server 120, the phone application113 may provide the session ID as input, e.g., by programmaticallyentering the digits “56789” after some initial delay.

The call center application 126 of the server 120 may then determinewhether the phone call 205 is directed to one of the plurality ofpre-authenticated numbers. The call center application 126 of the server120 may then receive the session ID from the phone application 113 anddetermine whether the session ID is valid. For example, the call centerapplication 126 of the server 120 may compare the session ID to thesession ID stored in the account data 124. If a match exists, the callcenter application 126 of the server 120 may determine whether the timelimit for the session ID has not expired (e.g., whether the call isreceived within a threshold amount of time from when the session ID wasgenerated). Additionally, the call center application 126 of the server120 may determine whether the call is received from a phone numberassociated with the account in the account data 124. If the phone callis directed to one of the plurality of pre-authenticated numbers, thatthe session ID is valid and has not expired, and the phone call isreceived from a phone number associated with the account in the accountdata 124, the call center application 126 of the server 120 mayauthenticate the pre-authenticated call. Otherwise, the call centerapplication 126 of the server 120 may reject the pre-authenticated call,or perform another operation for the call (e.g., requiring the user toauthenticate using other methods when speaking to the customer serviceagent).

FIG. 2E depicts an embodiment where the call center application 126 hasauthenticated the pre-authenticated call 205. Generally, when apre-authenticated call is authenticated as described above, the call 205may be directly connected to an agent without requiring the user to waitwhile the agents handle calls from other callers. For example, if 10callers are in a queue waiting to have calls handled, thepre-authenticated call 205 may be answered and handled prior to theother 10 calls in the queue, as the pre-authenticated call 205 is placedat the front of the queue. Similarly, the user is not required toprovide any information when connected to the agent. Further still, asshown in FIG. 2E, the call center application 126 of the server 120 mayprovide account data 124-1 to the call center application 126 of theagent system 140. Doing so allows the agent to view the relevant accountdetails as the call is connected and without requiring additional inputfrom the caller. In some embodiments, the web server 127 may update thecookies 203 (e.g., to include a new expiration date and/or a new hashvalue) based on the authentication of the pre-authenticated call.Further still, if a cookie 203 does not exist, the web server 127 maystore a cookie 203 in the web browser 115 based at least in part on thedecryption of the cryptogram 201. The web server 127 may also update theaccount data 124 to reflect the new and/or updated cookies 203.

FIG. 3A is a schematic 300 illustrating an example mobile computingdevice 110. As shown, a mobile device 110 has received a URL 301. TheURL 301 may include a session ID parameter, e.g., the “123456” portionof the URL 301. The session ID parameter may be generated responsive toa call placed by a user of the device 110 to the call center application126. The call center application 126 of the server 120 may route thecall to an agent. The agent may use the agent system 140 to instruct thecall center application 126 of the server 120 to generate the session IDand URL 301 for the customer. The session ID parameter may be associatedwith the account, the phone call, and/or the agent assigned to the phonecall in the account data 124. The session ID may be restricted to alimited time of validity, e.g., 10 minutes. The call center application126 of the server 120 may then transmit the URL 301 to the device 110.The URL 301 may generally be directed to a web page 134 and/or any otherresource associated with the server 120. In some embodiments, the URL301 is directed to one or more web pages 134 associated with the callcenter application 126 and/or web server 127. The URL 301 may bespecified in a text message or other type of message sent to the device110. Once selected, the web browser 115 may be opened to access resourceat the URL 301.

FIG. 3B is a schematic 310 depicting an embodiment where the web page atthe URL 301 has been accessed. Because the URL 301 includes the sessionID parameter, the web server 127, call center application 126, or anyother component of the server 120 may extract the session ID parameterand compare the extracted session ID parameter to the session IDparameter stored in the account data 124. If the comparison results in amatch, the web server 127, call center application 126, or any othercomponent of the server 120 may determine whether the web page at theURL is accessed (or requested) within the time threshold for the sessionID, e.g., within 10 minutes continuing with the previous example. If theweb page is accessed within the time threshold, the web server 127, callcenter application 126, or any other component of the server 120 mayvalidate the session ID.

In response, the web server 127, call center application 126, or anyother component of the server 120 updates the web page in the webbrowser 115 (and/or loads a new web page in the web browser 115) toinstruct the user to tap the contactless card 101 to the mobile device110. The user may tap the contactless card 101 to the device 110. Doingso causes the web browser 115 and/or the web page in the browser 115 toinstruct the applet 103 of the contactless card 101 to generate acryptogram, e.g., the cryptograms 148 or 201. More generally, thecryptogram may be generated by the applet 103 incrementing the counter104, encrypting the counter 104 and master key 105 to generate aninstance of a diversified key 106, and encrypt the customer ID 107 usingthe diversified key 106. The applet 103 may then transmit or otherwiseprovide the cryptogram to the mobile device 110, e.g., via NFC. Oncereceived, the web browser 115 may transmit the cryptogram to the server120, e.g., via the HTTP protocol. The web page and/or web browser 115may further indicate, to the server 120, that the cryptogram was readfrom the contactless card 101 via the card reader 118 of the device 110.The web server 127 or any other component of the server 120 may theninstruct the authentication application 123 to decrypt the cryptogram.

As shown in FIG. 3B, the authentication application 123, the web server127, or any other component of the server 120 may return a decryptionresult to the mobile device 110 indicating whether the cryptogram wasdecrypted or not decrypted. The mobile device 110 may determine, basedon the decryption result, that the cryptogram was decrypted. As shown,the decryption result indicates that the authentication application 123decrypted the cryptogram, and the authentication for the call iscomplete. Doing so allows the call center agent to proceed withassisting the caller. In some embodiments, the call center application126 of the server 120 exposes account attributes from the account data124 on a GUI of the call center application 126 of the agent system 140associated with the session ID and/or the call. If, however, thedecryption is not successful and/or the session ID is not validated, theauthentication for the call may fail, and access to the account data 124may be restricted to preserve security.

FIG. 4A is a schematic 400 illustrating an embodiment of using acontactless card 101 to initiate a pre-authenticated call to the callcenter application 126 of the server 120. As shown, a mobile device 110executing a web browser 115 has accessed a web page at a URL 401. TheURL 401 may generally be directed to a web page 134 and/or any otherresource associated with the server 120. In some embodiments, the URL401 is directed to one or more web pages associated with the call centerapplication 126 and/or web server 127.

As shown, the web page at the URL 401 instructs the user to tap thecontactless card 101 to the mobile device 110. In some embodiments, theinstruction to tap the contactless card 101 is based on the web pageand/or web server 127 reading one or more cookies of the web browser115. For example, if the cookies store a known, valid hash value, theweb server 127 may permit the pre-authenticated phone call flow toproceed. The user may tap the contactless card 101 to the device 110.Doing so causes the web browser 115 and/or the web page in the browser115 to instruct the applet 103 of the contactless card 101 to generate acryptogram, e.g., the cryptograms 148 or 201. More generally, thecryptogram may be generated by the applet 103 incrementing the counter104, encrypting the counter 104 and master key 105 to generate aninstance of a diversified key 106, and encrypt the customer ID 107 usingthe diversified key 106. The applet 103 may then transmit or otherwiseprovide the cryptogram to the mobile device 110, e.g., via an NFC read.Once received, the web browser 115 may transmit the cryptogram to theserver 120, e.g., via the HTTP protocol. The web page and/or web browser115 may further indicate, to the server 120, that the cryptogram wasread from the contactless card 101 via the card reader 118 of the device110. The web server 127 or any other component of the server 120 maythen instruct the authentication application 123 to decrypt thecryptogram.

In some embodiments, the customer ID 107 is sent with the cryptogram,e.g., to allow the server 120 to identify the proper master key 105 andcounter 104. Doing so allows the authentication application 123 toincrement the counter 104 of the server 120 associated with the account,generate an instance of the diversified key 106 using the counter 104and master key 105 associated with the account, and decrypt thecryptogram using the diversified key 106. Similarly, in someembodiments, the cookies are sent with the cryptogram, e.g., to allowthe web server 127 to determine whether the cookies include a valid hashvalue as described above. If a hash value is not present in a cookie,the server 120 may refrain from decrypting the cryptogram and generallyrefrain from allowing the user to use the pre-authenticated callfeature.

FIG. 4B is a schematic 410 illustrating an embodiment where theauthentication application 123 has decrypted the cryptogram. As shown,the web page in the web browser 115 reflects that the cryptogram wassuccessfully decrypted, e.g., based on a decryption result received fromthe server 120. Furthermore, the web page in the web browser 115instructs the user to select a forthcoming notification to initiate thepre-authenticated call.

FIG. 4C is a schematic 420 illustrating an embodiment where the mobiledevice 110 receives a notification 403 including a pre-authenticatedphone number. The phone number includes a session ID parameter generatedby the call center application 126 of the server 120, e.g., “123456”.The notification 403 may be received as an SMS message, email, or anyother type of notification. In some embodiments, the web page in the webbrowser 115 depicted in FIG. 4B may output the notification 403 and/orthe relevant information from the notification 403. Thepre-authenticated phone number is directed to the call centerapplication 126 of the server 120 and may be associated with the sessionID and the associated account (e.g., based on the customer ID 107) inthe account data 124. As stated, the session ID may be limited to apredetermined amount of time of validity.

FIG. 4D is a schematic 430 illustrating an embodiment where the user hasselected the notification 403. Doing so opens the phone application 113and causes the phone application 113 to place a call to the numberspecified in the notification 403. Once answered by the call centerapplication 126 of the server 120, the phone application 113 may providethe session ID parameter as input, e.g., by providing “123456” as inputafter some predefined time delay.

The call center application 126 of the server 120 may then process theincoming call and associated input. Generally, the call centerapplication 126 determines whether the phone call is directed to apre-authenticated phone number. If the call is directed to thepre-authenticated phone number, the call center application 126determines whether the correct session ID is received as input. Forexample, the call center application 126 of the server 120 may comparethe received session ID to the session ID for the pre-authenticated callstored in the account data 124. If the comparison results in a match,the call center application 126 of the server 120 determines whether thephone call is received while the session ID is still valid, e.g.,whether the call is received within the time limit assigned to thesession ID. For example, if the time limit for the session ID is 5minutes, and the call is received in 4 minutes, the call centerapplication 126 of the server 120 determines the session ID is valid.The call center application 126 of the server 120 may then directlyconnect the pre-authenticated call to an agent. Doing so may includeallowing the pre-authenticated call to skip other calls waiting in line.Furthermore, doing so may populate the GUI of the call centerapplication 126 with one or more attributes of the account from theaccount data 124.

FIG. 5 is a schematic 500 depicting an example agent device 140executing an instance of the call center application 126. Generally,once a call is authenticated using one or more of the techniquesdescribed herein, the GUI of the call center application 126 may outputone or more elements of data from the account data 124 for theauthenticated account. For example, as shown, the GUI depicts a name,address, and information regarding one or more accounts of the user. TheGUI further includes a link 501 that, when selected, causes the callcenter application 126 of the server 120 to generate a session ID for acall, associate the session ID to the account ending in 123 and thecall, and transmit a URL with session ID 108 to the device 110 asdescribed above. Once the URL is accessed in the web browser 115, theuser may tap the contactless card 101 to generate a cryptogram, which issent to the server 120 for decryption. Upon successful decryption of thecryptogram and a comparison of the session ID in the URL 108 and thestored session ID resulting in a match, the call may be authenticatedfor that account. In such an embodiment, additional details for thisaccount may be exposed. For example, while the balance is displayed forthe account ending in 789 (e.g., based on successful authentication forthe call using the card ending in 789 using one or more techniquesdescribed herein), the balance of the account ending in 123 is notdisplayed. Therefore, if the call is authenticated using the contactlesscard 101 ending in 123, the account balance for the account ending in123 (and/or other details) may be displayed. Advantageously, therefore,security may be enhanced by requiring the different contactless cards101 to authenticate access to the associated accounts while on the samecall with the call center agent.

FIG. 6A is a schematic 600 illustrating an example configuration of acontactless card 101, which may include a payment card, such as a creditcard, debit card, or gift card, issued by a service provider asdisplayed as service provider indicia 602 on the front or back of thecontactless card 101. In some examples, the contactless card 101 is notrelated to a payment card, and may include, without limitation, anidentification card. In some examples, the contactless card may includea dual interface contactless payment card, a rewards card, and so forth.The contactless card 101 may include a substrate 610, which may includea single layer or one or more laminated layers composed of plastics,metals, and other materials. Exemplary substrate materials includepolyvinyl chloride, polyvinyl chloride acetate, acrylonitrile butadienestyrene, polycarbonate, polyesters, anodized titanium, palladium, gold,carbon, paper, and biodegradable materials. In some examples, thecontactless card 101 may have physical characteristics compliant withthe ID-1 format of the ISO/IEC 7810 standard, and the contactless cardmay otherwise be compliant with the ISO/IEC 14443 standard. However, itis understood that the contactless card 101 according to the presentdisclosure may have different characteristics, and the presentdisclosure does not require a contactless card to be implemented in apayment card.

The contactless card 101 may also include identification information 615displayed on the front and/or back of the card, and a contact pad 620.The contact pad 620 may include one or more pads and be configured toestablish contact with another client device, such as an ATM, a userdevice, smartphone, laptop, desktop, or tablet computer via contactlesscards. The contact pad may be designed in accordance with one or morestandards, such as ISO/IEC 7816 standard, and enable communication inaccordance with the EMV protocol. The contactless card 101 may alsoinclude processing circuitry, antenna and other components as will befurther discussed in FIG. 6B. These components may be located behind thecontact pad 620 or elsewhere on the substrate 610, e.g. within adifferent layer of the substrate 610, and may electrically andphysically coupled with the contact pad 620. The contactless card 101may also include a magnetic strip or tape, which may be located on theback of the card (not shown in FIG. 6A). The contactless card 101 mayalso include a Near-Field Communication (NFC) device coupled with anantenna capable of communicating via the NFC protocol. Embodiments arenot limited in this manner.

As illustrated, the contact pad 620 of contactless card 101 may includeprocessing circuitry 625 for storing, processing, and communicatinginformation, including a processor 630, a memory 102, and one or morecommunications interface 109. It is understood that the processingcircuitry 625 may contain additional components, including processors,memories, error and parity/CRC checkers, data encoders, anti-collisionalgorithms, controllers, command decoders, security primitives andtamper proofing hardware, as necessary to perform the functionsdescribed herein.

The memory 102 may be a read-only memory, write-once read-multiplememory or read/write memory, e.g., RAM, ROM, and EEPROM, and thecontactless card 101 may include one or more of these memories. Aread-only memory may be factory programmable as read-only or one-timeprogrammable. One-time programmability provides the opportunity to writeonce then read many times. A write once/read-multiple memory may beprogrammed at a point in time after the memory chip has left thefactory. Once the memory is programmed, it may not be rewritten, but itmay be read many times. A read/write memory may be programmed andre-programed many times after leaving the factory. A read/write memorymay also be read many times after leaving the factory. In someinstances, the memory 102 may be encrypted memory utilizing anencryption algorithm executed by the processor 630 to encrypt data.

The memory 102 may be configured to store one or more applets 103, oneor more counters 104, the master key 105, a diversified key 106, and acustomer ID 107. The one or more applets 103 may comprise one or moresoftware applications configured to execute on one or more contactlesscards, such as a Java® Card applet. However, it is understood thatapplets 103 are not limited to Java Card applets, and instead may be anysoftware application operable on contactless cards or other deviceshaving limited memory. The one or more counters 104 may comprise anumeric counter sufficient to store an integer. The customer ID 107 maycomprise a unique alphanumeric identifier assigned to a user of thecontactless card 101, and the identifier may distinguish the user of thecontactless card from other contactless card users. In some examples,the customer ID 107 may identify both a customer and an account assignedto that customer and may further identify the contactless card 101associated with the customer's account.

The processor 630 and memory elements of the foregoing exemplaryembodiments are described with reference to the contact pad 620, but thepresent disclosure is not limited thereto. It is understood that theseelements may be implemented outside of the contact pad 620 or entirelyseparate from it, or as further elements in addition to processor 630and memory 102 elements located within the contact pad 620.

In some examples, the contactless card 101 may comprise one or moreantenna(s) 655. The one or more antenna(s) 655 may be placed within thecontactless card 101 and around the processing circuitry 625 of thecontact pad 620. For example, the one or more antenna(s) 655 may beintegral with the processing circuitry 625 and the one or moreantenna(s) 655 may be used with an external booster coil. As anotherexample, the one or more antenna(s) 655 may be external to the contactpad 620 and the processing circuitry 625.

In an embodiment, the coil of contactless card 101 may act as thesecondary of an air core transformer. The terminal may communicate withthe contactless card 101 by cutting power or amplitude modulation. Thecontactless card 101 may infer the data transmitted from the terminalusing the gaps in the power connection of the contactless card 101,which may be functionally maintained through one or more capacitors. Thecontactless card 101 may communicate back by switching a load on thecoil or load modulation. Load modulation may be detected in theterminal's coil through interference. More generally, using theantenna(s) 655, processor 630, and/or the memory 102, the contactlesscard 101 provides a communications interface to communicate via NFC,Bluetooth, and/or Wi-Fi communications.

As explained above, contactless card 101 may be built on a softwareplatform operable on smart cards or other devices having limited memory,such as JavaCard, and one or more or more applications or applets may besecurely executed. Applet 103 may be added to contactless cards toprovide a one-time password (OTP) for multifactor authentication (MFA)in various mobile application-based use cases. Applet 103 may beconfigured to respond to one or more requests, such as near field dataexchange requests, from a reader, such as a mobile NFC reader (e.g., ofa mobile device or point-of-sale terminal) and produce an NDEF messagethat comprises a cryptographically secure OTP encoded as an NDEF texttag.

One example of an NDEF OTP is an NDEF short-record layout (SR=1). Insuch an example, one or more applets 103 may be configured to encode theOTP as an NDEF type 6 well known type text tag. In some examples, NDEFmessages may comprise one or more records, such as a cryptogram 148,201. The applets 103 may be configured to add one or more static tagrecords in addition to the OTP record.

In some examples, the one or more applets 103 may be configured toemulate an RFID tag. The RFID tag may include one or more polymorphictags. In some examples, each time the tag is read, differentcryptographic data is presented that may indicate the authenticity ofthe contactless card 101. Based on the one or more applet 103, an NFCread of the tag may be processed, the data may be transmitted to aserver, such as a server of a banking system, and the data may bevalidated at the server.

In some examples, the contactless card 101 and server 120 may includecertain data such that the card may be properly identified. Thecontactless card 101 may include one or more unique identifiers (notpictured). Each time a read operation takes place, the counter 104 maybe configured to increment. In some examples, each time data from thecontactless card 101 is read (e.g., by a computing device 110), thecounter 104 is transmitted to the server for validation and determineswhether the counter 104 are equal (as part of the validation) to acounter of the server.

The one or more counter 104 may be configured to prevent a replayattack. For example, if a cryptogram has been obtained and replayed,that cryptogram is immediately rejected if the counter 104 has been reador used or otherwise passed over. If the counter 104 has not been used,it may be replayed. In some examples, the counter that is incremented onthe card is different from the counter that is incremented fortransactions. The contactless card 101 is unable to determine theapplication transaction counter 104 since there is no communicationbetween applet 103 on the contactless card 101. In some examples, thecontactless card 101 may comprise a first applet 103-1, which may be atransaction applet, and a second applet 103-2, which may be anauthentication applet for authenticating calls as disclosed herein. Eachapplet 103-1 and 103-2 may comprise a respective counter 104.

In some examples, the counter 104 may get out of sync. In some examples,to account for accidental reads that initiate transactions, such asreading at an angle, the counter 104 may increment but the applicationdoes not process the counter 104. In some examples, when the device 110is woken up, NFC may be enabled and the device 110 may be configured toread available tags, but no action is taken responsive to the reads.

To keep the counter 104 in sync, an application, such as a backgroundapplication, may be executed that would be configured to detect when thedevice 110 wakes up and synchronize with the server of a banking systemindicating that a read that occurred due to detection to then move thecounter 104 forward. In other examples, Hashed One Time Password may beutilized such that a window of mis-synchronization may be accepted. Forexample, if within a threshold of 10, the counter 104 may be configuredto move forward. But if within a different threshold number, for examplewithin 10 or 1000, a request for performing re-synchronization may beprocessed which requests via one or more applications that the user tap,gesture, or otherwise indicate one or more times via the user's device.If the counter 104 increases in the appropriate sequence, then itpossible to know that the user has done so.

The key diversification technique described herein with reference to thecounter 104, master key, and diversified key, is one example ofencryption and/or decryption a key diversification technique. Thisexample key diversification technique should not be considered limitingof the disclosure, as the disclosure is equally applicable to othertypes of key diversification techniques.

During the creation process of the contactless card 101, twocryptographic keys may be assigned uniquely per card. The cryptographickeys may comprise symmetric keys which may be used in both encryptionand decryption of data. Triple DES (3DES) algorithm may be used by EMVand it is implemented by hardware in the contactless card 101. By usingthe key diversification process, one or more keys may be derived from amaster key based upon uniquely identifiable information for each entitythat requires a key.

In some examples, to overcome deficiencies of 3DES algorithms, which maybe susceptible to vulnerabilities, a session key may be derived (such asa unique key per session) but rather than using the master key, theunique card-derived keys and the counter may be used as diversificationdata. For example, each time the contactless card 101 is used inoperation, a different key may be used for creating the messageauthentication code (MAC) and for performing the encryption. Thisresults in a triple layer of cryptography. The session keys may begenerated by the one or more applets and derived by using theapplication transaction counter with one or more algorithms (as definedin EMV 6.3 Book 2 A1.3.1 Common Session Key Derivation).

Further, the increment for each card may be unique, and assigned eitherby personalization, or algorithmically assigned by some identifyinginformation. For example, odd numbered cards may increment by 2 and evennumbered cards may increment by 5. In some examples, the increment mayalso vary in sequential reads, such that one card may increment insequence by 1, 3, 5, 2, 2, . . . repeating. The specific sequence oralgorithmic sequence may be defined at personalization time, or from oneor more processes derived from unique identifiers. This can make itharder for a replay attacker to generalize from a small number of cardinstances.

The authentication message may be delivered as the content of a textNDEF record in hexadecimal ASCII format. In another example, the NDEFrecord may be encoded in hexadecimal format.

FIG. 7 illustrates an NDEF short-record layout (SR=1) data structure 700according to an example embodiment. One or more applets may beconfigured to encode the OTP as an NDEF type 4 well known type text tag.In some examples, NDEF messages may comprise one or more records. Theapplets may be configured to add one or more static tag records inaddition to the OTP record. Exemplary tags include, without limitation,Tag type: well known type, text, encoding English (en); Applet ID:D2760000850104; Capabilities: read-only access; Encoding: theauthentication message may be encoded as ASCII hex; type-length-value(TLV) data may be provided as a personalization parameter that may beused to generate the NDEF message. In an embodiment, the authenticationtemplate may comprise the first record, with a well-known index forproviding the actual dynamic authentication data. In variousembodiments, the payload of the data structure 700 may store acryptogram (e.g., an encrypted customer ID 107, the cryptogram 148,and/or the cryptogram 201) and any other relevant data.

Operations for the disclosed embodiments may be further described withreference to the following figures. Some of the figures may include alogic flow. Although such figures presented herein may include aparticular logic flow, it can be appreciated that the logic flow merelyprovides an example of how the general functionality as described hereincan be implemented. Further, a given logic flow does not necessarilyhave to be executed in the order presented unless otherwise indicated.Moreover, not all acts illustrated in a logic flow may be required insome implementations. In addition, the given logic flow may beimplemented by a hardware element, a software element executed by aprocessor, or any combination thereof. The embodiments are not limitedin this context.

FIG. 8 illustrates an embodiment of a logic flow 800. The logic flow 800may be representative of some or all of the operations executed by oneor more embodiments described herein. For example, the logic flow 800may include some or all of the operations to use the contactless card101 to provide secure authentication for calls in a call center system.Embodiments are not limited in this context.

As shown, at block 810, the call center application 126 of the server120 receives a phone call from a client device. At block 815, the callcenter application 126 of the server 120 determines that the phonenumber is associated with one or more accounts in the account database124. At block 820, the call center application 126 of the server 120connects the call to an agent. The agent may be associated with an agentsystem 140 executing an instance of the call center application 126. Theagent may specify to generate a URL with session ID at block 820 usingthe call center application 126. At block 825, the call centerapplication 126 of the server 120 and/or the agent system 140 generatesa session ID, e.g., a hash value, and includes the session ID as aparameter in a URL, e.g., the URL 108. At block 830, the call centerapplication 126 associates the session ID with a time limit, theaccount, the call, and/or the agent in the account data 124.

At block 830, the call center application 126 of the server 120transmits the URL with session ID 108 to a known contact recordassociated with the account. For example, the call center application126 of the server 120 may identify a mobile phone number in the accountdata 124 for the account and transmit the URL 108 via an SMS message tothe phone number. As another example, the call center application 126 ofthe server 120 may identify an email address associated with the accountin the account data 124 and transmit the URL 108 in an email directed tothe email address. At block 835, the web server 127 receives an HTTPrequest from the web browser 115 of a device 110 specifying the URLgenerated at block 825.

At block 840, the web server 127 and/or the call center application 126of the server 120 determines that the session ID in the URL received atblock 835 matches the session ID stored in the account data at block830. The call center application 126 of the server 120 and/or the webserver 127 may further determine that an amount of time that has elapsedsince the generation of the session ID at block 825 and the receipt ofthe request at block 835 does not exceed the time threshold associatedwith the session ID. At block 845, the web server 127 transmits a webpage 134 associated with the URL 108 to the requesting device 110. Theweb server 127 may transmit a request to authenticate the call via theweb page 134 in the web browser 115 at block 850. Doing so may generallyinstruct the user to tap the contactless card 101 to the device 110.However, in some embodiments, the request is included in or with the webpage transmitted at block 845.

At block 855, the web page 134 and/or web browser 115 reads a cryptogramgenerated by the contactless card 101. At block 860, the web server 127receives the cryptogram from the web page 134 and/or web browser 115.The cryptogram may include an indication specifying the cryptogram wasread by the web page 134 and/or web browser 115 from the contactlesscard 101. At block 865, the web server 127 and/or the call centerapplication 126 of the server 120 determines that an amount of time thathas elapsed since the generation of the session ID at block 825 and thereceipt of the cryptogram at block 860 does not exceed the timethreshold associated with the session ID.

At block 870, the authentication application 123 decrypts the cryptogramby based on a diversified key 106 generated based on the master key 105and counter value 104 for the card 101. At block 880, the web server127, call center application 126 of the server 120, and/or theauthentication application 123 may authenticate the account for the callreceived at block 805 based on the decryption of the cryptogram, thesession ID in the URL 108 matching the stored session ID, and that thesession ID has not expired. At block 885, the GUI of the call centerapplication 126 of the agent system 140 may receive one or moreattributes of the authenticated account and display the attributes inthe GUI based on the authentication at block 880.

FIG. 9 illustrates an embodiment of a logic flow 900. The logic flow 900may be representative of some or all of the operations executed by oneor more embodiments described herein. For example, the logic flow 900may include some or all of the operations to pre-authenticate a callusing the contactless card 101. Embodiments are not limited in thiscontext.

In block 905, a web browser 115 of a device 110 accesses a web page 134hosted by the web server 127. The web browser 115 may include one ormore browser cookies 203 in an HTTP request to access the web page 134.Generally, the web page 134 accessed by the web browser 115 instructsthe user to tap the contactless card 101 to initiate a pre-authenticatedcall. At block 910, the user taps the contactless card 101 to the device110. The web page 134 and/or the web browser 115 may then instruct thecontactless card 101 to generate a cryptogram. The contactless card 101may then generate a data package comprising the cryptogram and anunencrypted customer identifier. At block 915, the web page 134 and/orweb browser 115 reads the data package generated by the contactless card101, e.g., via NFC. The web page 134 and/or web browser 115 may thentransmit the data package to the server 120 with an indicationspecifying that the data package was read from the contactless card 101.As stated, the unencrypted customer identifier may comprise the customerID 107 of the account or any other unique identifier that allows theserver 120 to identify the relevant account, counter value 104, and/ormaster key 105 in the account data 124.

At block 920, the web server 127 verifies the cookies 203 received fromthe web browser 115. For example, the web server 127 may determinewhether a valid hash value is stored in the cookies 203. At block 925,the web server 127 and/or the authentication application 123 decryptsthe cryptogram based on the verification of the cookies 203. Generally,the web server 127 and/or authentication application 123 may identifythe master key 105 and current counter value 104 in the account data 124using the unencrypted customer ID 107 included in the data package withthe cryptogram. The web server 127 and/or authentication application 123may then increment the counter value and encrypt the master key 105 andincremented counter value 104 to generate a diversified key 106. Thegenerated diversified key 106 may be used to attempt to decrypt thecryptogram. If the decryption is successful, the call center application126 of the server 120, web server 127, and/or authentication application123 generates a session ID. At block 930, the session ID generated atblock 925 is associated with the account in the account data 124 and isassigned a time threshold. At block 935, the web server 127 transmits apre-authenticated phone number including the session ID to the webbrowser 115. Doing so causes the web browser 115 to display the phonenumber. When the user selects the phone number, the phone application113 may be opened, which initiates a call to the selected number.

At block 940, the call center application 126 of the server 120 receivesa phone call specifying the pre-authenticated phone number from theclient device 110. The client device 110 may further provide the sessionID as input after some predetermined delay. The call center application126 of the server 120 may generally confirm that the phone call isreceived on a pre-authenticated phone number. At block 945, the callcenter application 126 of the server 120 determines that the session IDprovided as input during the call matches the session ID stored in theaccount data 124. At block 950, the call center application 126 of theserver 120 determines that the call is received within the timethreshold assigned to the session ID. At block 955, the call centerapplication 126 of the server 120 authenticates the call based on thedecryption of the cryptogram, the determination that the phone number isreceived on a pre-authenticated number, that the session ID received asinput matches the stored session ID, and that the time thresholdassigned to the session ID has not expired. At block 960, the callcenter application 126 of the server 120 directly connects the call toan agent. At block 965, the GUI of the call center application 126 of anagent system 140 may receive one or more attributes of the authenticatedaccount and display the attributes in the GUI based on theauthentication at block 955.

FIG. 10 illustrates an embodiment of an exemplary computer architecture1000 comprising a computing system 1002 that may be suitable forimplementing various embodiments as previously described. In oneembodiment, the computer architecture 1000 may include or be implementedas part of computing systems 100 or 200. In some embodiments, computingsystem 1002 may be representative, for example, of the contactless card101, computing devices 110, server 120, and agent devices 140 of thesystems 100-200. The embodiments are not limited in this context. Moregenerally, the computing architecture 1000 is configured to implementall logic, applications, systems, methods, apparatuses, andfunctionality described herein with reference to FIGS. 1A-9 .

As used in this application, the terms “system” and “component” areintended to refer to a computer-related entity, either hardware, acombination of hardware and software, software, or software inexecution, examples of which are provided by the exemplary computingcomputer architecture 1000. For example, a component can be, but is notlimited to being, a process running on a processor, a processor, a harddisk drive, multiple storage drives (of optical and/or magnetic storagemedium), an object, an executable, a thread of execution, a program,and/or a computer. By way of illustration, both an application runningon a server and the server can be a component. One or more componentscan reside within a process and/or thread of execution, and a componentcan be localized on one computer and/or distributed between two or morecomputers. Further, components may be communicatively coupled to eachother by various types of communications media to coordinate operations.The coordination may involve the uni-directional or bi-directionalexchange of information. For instance, the components may communicateinformation in the form of signals communicated over the communicationsmedia. The information can be implemented as signals allocated tovarious signal lines. In such allocations, each message is a signal.Further embodiments, however, may alternatively employ data messages.Such data messages may be sent across various connections. Exemplaryconnections include parallel interfaces, serial interfaces, and businterfaces.

The computing architecture 1000 includes various common computingelements, such as one or more processors, multi-core processors,co-processors, memory units, chipsets, controllers, peripherals,interfaces, oscillators, timing devices, video cards, audio cards,multimedia input/output (I/O) components, power supplies, and so forth.The embodiments, however, are not limited to implementation by thecomputing architecture 1000.

As shown in FIG. 10 , the computing architecture 1000 includes aprocessor 1012, a system memory 1004 and a system bus 1006. Theprocessor 1012 can be any of various commercially available processors.

The system bus 1006 provides an interface for system componentsincluding, but not limited to, the system memory 1004 to the processor1012. The system bus 1006 can be any of several types of bus structurethat may further interconnect to a memory bus (with or without a memorycontroller), a peripheral bus, and a local bus using any of a variety ofcommercially available bus architectures. Interface adapters may connectto the system bus 1008 via slot architecture. Example slot architecturesmay include without limitation Accelerated Graphics Port (AGP), CardBus, (Extended) Industry Standard Architecture ((E)ISA), Micro ChannelArchitecture (MCA), NuBus, Peripheral Component Interconnect (Extended)(PCI(X)), PCI Express, Personal Computer Memory Card InternationalAssociation (PCMCIA), and the like.

The computing architecture 1000 may include or implement variousarticles of manufacture. An article of manufacture may include acomputer-readable storage medium to store logic. Examples of acomputer-readable storage medium may include any tangible media capableof storing electronic data, including volatile memory or non-volatilememory, removable or non-removable memory, erasable or non-erasablememory, writeable or re-writeable memory, and so forth. Examples oflogic may include executable computer program instructions implementedusing any suitable type of code, such as source code, compiled code,interpreted code, executable code, static code, dynamic code,object-oriented code, visual code, and the like. Embodiments may also beat least partly implemented as instructions contained in or on anon-transitory computer-readable medium, which may be read and executedby one or more processors to enable performance of the operationsdescribed herein.

The system memory 1004 may include various types of computer-readablestorage media in the form of one or more higher speed memory units, suchas read-only memory (ROM), random-access memory (RAM), dynamic RAM(DRAM), Double-Data-Rate DRAM (DDRAM), synchronous DRAM (SDRAM), staticRAM (SRAM), programmable ROM (PROM), erasable programmable ROM (EPROM),electrically erasable programmable ROM (EEPROM), flash memory, polymermemory such as ferroelectric polymer memory, ovonic memory, phase changeor ferroelectric memory, silicon-oxide-nitride-oxide-silicon (SONOS)memory, magnetic or optical cards, an array of devices such as RedundantArray of Independent Disks (RAID) drives, solid state memory devices(e.g., USB memory, solid state drives (SSD) and any other type ofstorage media suitable for storing information. In the illustratedembodiment shown in FIG. 10 , the system memory 1004 can includenon-volatile 1010 and/or volatile 1012 memory. A basic input/outputsystem (BIOS) can be stored in the non-volatile memory 110.

The computer 1002 may include various types of computer-readable storagemedia in the form of one or more lower speed memory units, including aninternal (or external) hard disk drive 1030, a magnetic disk drive 1016to read from or write to a removable magnetic disk 1020, and an opticaldisk drive 1028 to read from or write to a removable optical disk 1032(e.g., a CD-ROM or DVD). The hard disk drive 1030, magnetic disk drive1016 and optical disk drive 1028 can be connected to system bus 1006 theby an HDD interface 1014, and FDD interface 1018 and an optical diskdrive interface 1034, respectively. The HDD interface 1014 for externaldrive implementations can include at least one or both of UniversalSerial Bus (USB) and IEEE 1394 interface technologies.

The drives and associated computer-readable media provide volatileand/or nonvolatile storage of data, data structures, computer-executableinstructions, and so forth. For example, a number of program modules canbe stored in the drives and non-volatile 1010, and volatile 1012,including an operating system 1022, one or more applications 1042, otherprogram modules 1024, and program data 1026. In one embodiment, the oneor more applications 1042, other program modules 1024, and program data1026 can include, for example, the various applications and/orcomponents of the systems 100-200, such as the applet 103, counter 104,master key 105, diversified key 106, customer ID 107, phone application113, web browser 115, URL 108, cryptogram 148, cryptogram 201, cookies203, authentication application 123, account data 124, call centerapplication 126, web server 127, and web pages 134.

A user can enter commands and information into the computer 1002 throughone or more wire/wireless input devices, for example, a keyboard 1050and a pointing device, such as a mouse 1052. Other input devices mayinclude microphones, infra-red (IR) remote controls, radio-frequency(RF) remote controls, game pads, stylus pens, card readers, dongles,finger print readers, gloves, graphics tablets, joysticks, keyboards,retina readers, touch screens (e.g., capacitive, resistive, etc.),trackballs, track pads, sensors, styluses, and the like. These and otherinput devices are often connected to the processor 1012 through an inputdevice interface 1036 that is coupled to the system bus 1006 but can beconnected by other interfaces such as a parallel port, IEEE 1394 serialport, a game port, a USB port, an IR interface, and so forth.

A monitor 1044 or other type of display device is also connected to thesystem bus 1006 via an interface, such as a video adapter 1046. Themonitor 1044 may be internal or external to the computer 1002. Inaddition to the monitor 1044, a computer typically includes otherperipheral output devices, such as speakers, printers, and so forth.

The computer 1002 may operate in a networked environment using logicalconnections via wire and/or wireless communications to one or moreremote computers, such as a remote computer(s) 1048. The remotecomputer(s) 1048 can be a workstation, a server computer, a router, apersonal computer, portable computer, microprocessor-based entertainmentappliance, a peer device or other common network node, and typicallyincludes many or all the elements described relative to the computer1002, although, for purposes of brevity, only a memory and/or storagedevice 1058 is illustrated. The logical connections depicted includewire/wireless connectivity to a local area network 1056 and/or largernetworks, for example, a wide area network 1054. Such LAN and WANnetworking environments are commonplace in offices and companies, andfacilitate enterprise-wide computer networks, such as intranets, all ofwhich may connect to a global communications network, for example, theInternet.

When used in a local area network 1056 networking environment, thecomputer 1002 is connected to the local area network 1056 through a wireand/or wireless communication network interface or network adapter 1038.The network adapter 1038 can facilitate wire and/or wirelesscommunications to the local area network 1056, which may also include awireless access point disposed thereon for communicating with thewireless functionality of the network adapter 1038.

When used in a wide area network 1054 networking environment, thecomputer 1002 can include a modem 1040, or is connected to acommunications server on the wide area network 1054 or has other meansfor establishing communications over the wide area network 1054, such asby way of the Internet. The modem 1040, which can be internal orexternal and a wire and/or wireless device, connects to the system bus1006 via the input device interface 1036. In a networked environment,program modules depicted relative to the computer 1002, or portionsthereof, can be stored in the remote memory and/or storage device 1058.It will be appreciated that the network connections shown are exemplaryand other means of establishing a communications link between thecomputers can be used.

The computer 1002 is operable to communicate with wire and wirelessdevices or entities using the IEEE 802 family of standards, such aswireless devices operatively disposed in wireless communication (e.g.,IEEE 802.11 over-the-air modulation techniques). This includes at leastWi-Fi (or Wireless Fidelity), WiMax, and Bluetooth™ wirelesstechnologies, among others. Thus, the communication can be a predefinedstructure as with a conventional network or simply an ad hoccommunication between at least two devices. Wi-Fi networks use radiotechnologies called IEEE 802.11 (a, b, g, n, etc.) to provide secure,reliable, fast wireless connectivity. A Wi-Fi network can be used toconnect computers to each other, to the Internet, and to wire networks(which use IEEE 802.3-related media and functions).

The various elements of the devices as previously described withreference to FIGS. 1A-10 may include various hardware elements, softwareelements, or a combination of both. Examples of hardware elements mayinclude devices, logic devices, components, processors, microprocessors,circuits, processors, circuit elements (e.g., transistors, resistors,capacitors, inductors, and so forth), integrated circuits, applicationspecific integrated circuits (ASIC), programmable logic devices (PLD),digital signal processors (DSP), field programmable gate array (FPGA),memory units, logic gates, registers, semiconductor device, chips,microchips, chip sets, and so forth. Examples of software elements mayinclude software components, programs, applications, computer programs,application programs, system programs, software development programs,machine programs, operating system software, middleware, firmware,software modules, routines, subroutines, functions, methods, procedures,software interfaces, application program interfaces (API), instructionsets, computing code, computer code, code segments, computer codesegments, words, values, symbols, or any combination thereof. However,determining whether an embodiment is implemented using hardware elementsand/or software elements may vary in accordance with any number offactors, such as desired computational rate, power levels, heattolerances, processing cycle budget, input data rates, output datarates, memory resources, data bus speeds and other design or performanceconstraints, as desired for a given implementation.

One or more aspects of at least one embodiment may be implemented byrepresentative instructions stored on a machine-readable medium whichrepresents various logic within the processor, which when read by amachine causes the machine to fabricate logic to perform the techniquesdescribed herein. Such representations, known as “IP cores” may bestored on a tangible, machine readable medium and supplied to variouscustomers or manufacturing facilities to load into the fabricationmachines that make the logic or processor. Some embodiments may beimplemented, for example, using a machine-readable medium or articlewhich may store an instruction or a set of instructions that, ifexecuted by a machine, may cause the machine to perform a method and/oroperations in accordance with the embodiments. Such a machine mayinclude, for example, any suitable processing platform, computingplatform, computing device, processing device, computing system,processing system, computer, processor, or the like, and may beimplemented using any suitable combination of hardware and/or software.The machine-readable medium or article may include, for example, anysuitable type of memory unit, memory device, memory article, memorymedium, storage device, storage article, storage medium and/or storageunit, for example, memory, removable or non-removable media, erasable ornon-erasable media, writeable or re-writeable media, digital or analogmedia, hard disk, floppy disk, Compact Disk Read Only Memory (CD-ROM),Compact Disk Recordable (CD-R), Compact Disk Rewriteable (CD-RW),optical disk, magnetic media, magneto-optical media, removable memorycards or disks, various types of Digital Versatile Disk (DVD), a tape, acassette, or the like. The instructions may include any suitable type ofcode, such as source code, compiled code, interpreted code, executablecode, static code, dynamic code, encrypted code, and the like,implemented using any suitable high-level, low-level, object-oriented,visual, compiled and/or interpreted programming language.

The foregoing description of example embodiments has been presented forthe purposes of illustration and description. It is not intended to beexhaustive or to limit the present disclosure to the precise formsdisclosed. Many modifications and variations are possible in light ofthis disclosure. It is intended that the scope of the present disclosurebe limited not by this detailed description, but rather by the claimsappended hereto. Future filed applications claiming priority to thisapplication may claim the disclosed subject matter in a differentmanner, and may generally include any set of one or more limitations asvariously disclosed or otherwise demonstrated herein.

What is claimed is:
 1. A method, comprising: receiving, by a server froma web browser on a client device, a hypertext transfer protocol (HTTP)request comprising a cookie; verifying, by the server, the cookie;receiving, by the server from the web browser, a cryptogram read by theweb browser via a card reader of the client device; decrypting, by theserver based on the verification of the cookie, the cryptogram;generating, by the server, a session identifier associated with anaccount; transmitting, by the server, an authenticated phone numberincluding the session identifier to the web browser; receiving, by theserver, a phone call specifying the authenticated phone number;receiving, by the server during the phone call, input specifying thesession identifier; determining, by the server, that the sessionidentifier received as input matches the session identifier associatedwith the account; and providing, by the server based on the verificationof the cookie, the decryption of the cryptogram, and the determinationthat the session identifier received as input matches the sessionidentifier associated with the account, one or more attributes of theaccount to a graphical user interface displayed on an agent systemassigned to the phone call.
 2. The method of claim 1, furthercomprising: determining, by the server, that the phone call is receivedon a pre-authenticated phone number.
 3. The method of claim 1, furthercomprising: assigning, by the server, a time threshold to the sessionidentifier; and determining, by the server, that an elapsed amount oftime between the generation of the session identifier and the receipt ofthe phone call does not exceed the time threshold.
 4. The method ofclaim 3, wherein the one or more attributes are provided based on thedetermination that the elapsed amount of time between the generation ofthe session identifier and the receipt of the phone call does not exceedthe time threshold.
 5. The method of claim 1, further comprising:authenticating the account by the server based on the verification ofthe cookie, the decryption of the cryptogram, and the determination thatthe session identifier received as input matches the session identifierassociated with the account, wherein the one or more attributes areprovided based on the authentication of the account.
 6. The method ofclaim 1, further comprising: automatically connecting, by the server,the phone call to an agent associated with the agent system based on theverification of the cookie, the decryption of the cryptogram, and thedetermination that the session identifier received as input matches thesession identifier associated with the account.
 7. The method of claim1, wherein the web browser reads the cryptogram from a contactless cardassociated with the account.
 8. A non-transitory computer-readablestorage medium, the computer-readable storage medium includinginstructions that when executed by a computer, cause the computer to:receive, from a web browser on a client device, a hypertext transferprotocol (HTTP) request comprising a cookie; verify the cookie; receive,from the web browser, a cryptogram read by the web browser via a cardreader of the client device; decrypt, based on the verification of thecookie, the cryptogram; generate a session identifier associated with anaccount; transmit an authenticated phone number including the sessionidentifier to the web browser; receive a phone call specifying theauthenticated phone number; receive, during the phone call, inputspecifying the session identifier; determine that the session identifierreceived as input matches the session identifier associated with theaccount; and provide, based on the verification of the cookie, thedecryption of the cryptogram, and the determination that the sessionidentifier received as input matches the session identifier associatedwith the account, one or more attributes of the account to a graphicaluser interface displayed on an agent system assigned to the phone call.9. The computer-readable storage medium of claim 8, wherein theinstructions further configure the computer to: determine that the phonecall is received on a pre-authenticated phone number.
 10. Thecomputer-readable storage medium of claim 8, wherein the instructionsfurther configure the computer to: assign a time threshold to thesession identifier; and determine that an elapsed amount of time betweenthe generation of the session identifier and the receipt of the phonecall does not exceed the time threshold.
 11. The computer-readablestorage medium of claim 10, wherein the one or more attributes areprovided based on the determination that the elapsed amount of timebetween the generation of the session identifier and the receipt of thephone call does not exceed the time threshold.
 12. The computer-readablestorage medium of claim 8, wherein the instructions further configurethe computer to: authenticate the account based on the verification ofthe cookie, the decryption of the cryptogram, and the determination thatthe session identifier received as input matches the session identifierassociated with the account, wherein the one or more attributes areprovided based on the authentication of the account.
 13. Thecomputer-readable storage medium of claim 8, wherein the instructionsfurther configure the computer to: automatically connect the phone callto an agent associated with the agent system based on the verificationof the cookie, the decryption of the cryptogram, and the determinationthat the session identifier received as input matches the sessionidentifier associated with the account.
 14. The computer-readablestorage medium of claim 8, wherein the web browser reads the cryptogramfrom a contactless card associated with the account.
 15. A computingapparatus comprising: a processor; and a memory storing instructionsthat, when executed by the processor, configure the apparatus to:receive, from a web browser on a client device, a hypertext transferprotocol (HTTP) request comprising a cookie; verify the cookie; receive,from the web browser, a cryptogram read by the web browser via a cardreader of the client device; decrypt, based on the verification of thecookie, the cryptogram; generate a session identifier associated with anaccount; transmit an authenticated phone number including the sessionidentifier to the web browser; receive a phone call specifying theauthenticated phone number; receive, during the phone call, inputspecifying the session identifier; determine that the session identifierreceived as input matches the session identifier associated with theaccount; and provide, based on the verification of the cookie, thedecryption of the cryptogram, and the determination that the sessionidentifier received as input matches the session identifier associatedwith the account, one or more attributes of the account to a graphicaluser interface displayed on an agent system assigned to the phone call.16. The computing apparatus of claim 15, wherein the instructionsfurther configure the apparatus to: determine that the phone call isreceived on a pre-authenticated phone number.
 17. The computingapparatus of claim 15, wherein the instructions further configure theapparatus to: assign a time threshold to the session identifier; anddetermine that an elapsed amount of time between the generation of thesession identifier and the receipt of the phone call does not exceed thetime threshold.
 18. The computing apparatus of claim 17, wherein the oneor more attributes are provided based on the determination that theelapsed amount of time between the generation of the session identifierand the receipt of the phone call does not exceed the time threshold.19. The computing apparatus of claim 15, wherein the instructionsfurther configure the apparatus to: authenticate the account based onthe verification of the cookie, the decryption of the cryptogram, andthe determination that the session identifier received as input matchesthe session identifier associated with the account, wherein the one ormore attributes are provided based on the authentication of the account.20. The computing apparatus of claim 15, wherein the instructionsfurther configure the apparatus to: automatically connect the phone callto an agent associated with the agent system based on the verificationof the cookie, the decryption of the cryptogram, and the determinationthat the session identifier received as input matches the sessionidentifier associated with the account.